# Help

> How can we help?

## Broadband

- [Setting up your broadband with Bunch](https://help.the-bunch.co.uk/en/articles/7913274-setting-up-your-broadband-with-bunch.md): A step-by-step guide to setting up your broadband and Wi-Fi with Bunch, including router installation and engineer visit details.
- [Improving Wi-Fi coverage and understanding broadband speeds](https://help.the-bunch.co.uk/en/articles/7210631-improving-wi-fi-coverage-and-understanding-broadband-speeds.md): Tips and fixes to improve Wi-Fi coverage, troubleshoot weak signals, and check broadband speeds for the best home connection.
- [Returning your broadband router](https://help.the-bunch.co.uk/en/articles/7210597-returning-your-broadband-router.md): Instructions for returning your broadband router within 21 days of cancellation, including return address and postage guidance.
- [Broadband activation, delivery, and installation changes](https://help.the-bunch.co.uk/en/articles/12752421-broadband-activation-delivery-and-installation-changes.md): Guide to broadband activation, delivery and installation changes: appointment windows, how to move a visit, and how to track or rearrange your router.
- [Setting up temporary Wi-Fi with a data dongle](https://help.the-bunch.co.uk/en/articles/12752459-setting-up-temporary-wi-fi-with-a-data-dongle.md): A step-by-step guide to setting up a temporary Wi-Fi connection using a 4G dongle, while you await your router installation.
- [Broadband refunds and compensation guidelines](https://help.the-bunch.co.uk/en/articles/12752482-broadband-refunds-and-compensation-guidelines.md): Information on claiming broadband refunds for installation delays, service issues, or billing errors.
- [Changing or upgrading your broadband](https://help.the-bunch.co.uk/en/articles/12752553-changing-or-upgrading-your-broadband.md): How to remove, upgrade, or downgrade your broadband plan, what to do if your chosen option isn’t available, and when to contact support.

## Water

- [Water: Fixed, metered and allowances explained](https://help.the-bunch.co.uk/en/articles/7210641-water-fixed-metered-and-allowances-explained.md): Water billing in the UK depends on whether your property has a water meter. Here's how it works — and how Bunch keeps things simple.
- [Why is my water bill increasing?](https://help.the-bunch.co.uk/en/articles/10506376-why-is-my-water-bill-increasing.md)
- [How can I reduce my water waste?](https://help.the-bunch.co.uk/en/articles/10506383-how-can-i-reduce-my-water-waste.md)
- [Who is responsible for supplying my water?](https://help.the-bunch.co.uk/en/articles/7210645-who-is-responsible-for-supplying-my-water.md): Who is responsible for supplying my water?
- [Where is my stopcock?](https://help.the-bunch.co.uk/en/articles/12521287-where-is-my-stopcock.md): A stopcock is the main tap that controls the water supply to your property. It’s important to know where it is — and that it works — because it’s the only way to stop the water flow in case of a le...
- [How to do a leak test](https://help.the-bunch.co.uk/en/articles/12521388-how-to-do-a-leak-test.md): Learn how to check for water leaks in your home and find out whether they’re inside the property or underground.
- [Water leaks and repairs in rented homes](https://help.the-bunch.co.uk/en/articles/12557073-water-leaks-and-repairs-in-rented-homes.md): This article explains who is responsible for fixing leaks, what you should do, and what to do if your landlord won’t help.
- [What to do if your water is off supply](https://help.the-bunch.co.uk/en/articles/12768270-what-to-do-if-your-water-is-off-supply.md): Guidance on what to do if your water supply is interrupted — how to identify the cause, check for local works, and contact the right supplier.
- [What to do if you receive a water bill?](https://help.the-bunch.co.uk/en/articles/15197680-what-to-do-if-you-receive-a-water-bill.md)
- [Unsure if your water account is live?](https://help.the-bunch.co.uk/en/articles/15197706-unsure-if-your-water-account-is-live.md)

## TV Licence

- [Understanding when you need a TV licence](https://help.the-bunch.co.uk/en/articles/7210678-understanding-when-you-need-a-tv-licence.md): Learn when a TV licence is legally required, what services and devices it covers, and when you might not need one
- [Finding your TV licence number](https://help.the-bunch.co.uk/en/articles/7210681-finding-your-tv-licence-number.md): Learn where to find your TV licence details in the Bunch portal and how to contact support for your licence number.

## Energy 

- [Switching your energy to Bunch](https://help.the-bunch.co.uk/en/articles/12802644-switching-your-energy-to-bunch.md): Explains how your gas/electricity supply is switched to Bunch’s preferred energy supplier, typical delays \(address mismatches and supplier objections\), what evidence to send, how to track progress,...
- [Tariffs, unit rates and standing charges](https://help.the-bunch.co.uk/en/articles/12802266-tariffs-unit-rates-and-standing-charges.md): Explains what your unit rate \(per kWh\) and daily standing charge are, how fixed tariffs work at Bunch, when SVT may apply, and where to find your exact rates.
- [Handling off-supply issues and energy emergencies](https://help.the-bunch.co.uk/en/articles/12802970-handling-off-supply-issues-and-energy-emergencies.md): What to do if your gas or electricity stops working, including emergency contacts, quick checks, and when to call Bunch.
- [Split billing and different amounts in shared homes](https://help.the-bunch.co.uk/en/articles/12811379-split-billing-and-different-amounts-in-shared-homes.md): Guide to split billing for shared households, covering how charges are divided, why totals vary, and how to check your share.
- [Find and contact your current energy supplier](https://help.the-bunch.co.uk/en/articles/12802886-find-and-contact-your-current-energy-supplier.md): How to identify your current gas and electricity suppliers, access MPAN or MPRN details, and contact suppliers when moving or switching.
- [Can I Reduce My Energy Usage to Avoid Extra Charges?](https://help.the-bunch.co.uk/en/articles/11144777-can-i-reduce-my-energy-usage-to-avoid-extra-charges.md): Reducing energy use can help avoid end-of-contract charges—especially if you're only slightly over your allowance. Here's how to cut back.
- [Bills from other energy suppliers during a switch or move](https://help.the-bunch.co.uk/en/articles/11144848-bills-from-other-energy-suppliers-during-a-switch-or-move.md): For Energy customers who receive a bill from another supplier while switching to Bunch or moving home. Explains why this happens, what you’re liable for, what evidence to send, who to contact, and ...
- [What’s the Average UK Energy Bill?](https://help.the-bunch.co.uk/en/articles/12181717-what-s-the-average-uk-energy-bill.md): Average UK energy bills are high, but with Bunch you can track usage, split costs, and keep payments stress-free
- [Standard Variable Tariffs — from 1 October 2025](https://help.the-bunch.co.uk/en/articles/12459652-standard-variable-tariffs-from-1-october-2025.md): Standard Variable Tariffs \(SVTs\) for Gas and Electricity — Rates by Region
- [Correcting electricity-only properties that were set up with gas](https://help.the-bunch.co.uk/en/articles/12803124-correcting-electricity-only-properties-that-were-set-up-with-gas.md): How to correct your Bunch account if it wrongly includes gas, with steps for verification and payment adjustment.
- [Switching your energy away from Bunch](https://help.the-bunch.co.uk/en/articles/12802707-switching-your-energy-away-from-bunch.md): Explains how to cancel your Bunch energy supply and switch to another supplier, what happens between cancellation and takeover \(including SVT\), what evidence to provide, how your final bill is calc...

## Renewals 

- [How do I renew my contract?](https://help.the-bunch.co.uk/en/articles/12275863-how-do-i-renew-my-contract.md)

## Meter Readings

- [Why do I need to submit meter readings?](https://help.the-bunch.co.uk/en/articles/10617635-why-do-i-need-to-submit-meter-readings.md): Learn why monthly meter readings help you stay within your energy allowance and avoid surprise charges.
- [Where can I find my meters?](https://help.the-bunch.co.uk/en/articles/10617637-where-can-i-find-my-meters.md): Unsure where your electric or gas meter is? Here's how to locate it, whether you're in a house or a flat.
- [How do I read my meter?](https://help.the-bunch.co.uk/en/articles/10617640-how-do-i-read-my-meter.md)
- [Why a Smart Meter Is a Smart Choice](https://help.the-bunch.co.uk/en/articles/11836700-why-a-smart-meter-is-a-smart-choice.md): Discover how smart meters help you track your energy use, get accurate bills, and save money—without the hassle of manual readings.
- [How to Request a Smart Meter](https://help.the-bunch.co.uk/en/articles/11836708-how-to-request-a-smart-meter.md): Learn how to request a smart meter and what to expect during the quick, free installation process.
- [How to take and send your meter readings](https://help.the-bunch.co.uk/en/articles/11867784-how-to-take-and-send-your-meter-readings.md): Learn how to take and submit your meter readings through the Bunch portal to ensure accurate billing.
- [Submitting your gas meter readings with Bunch](https://help.the-bunch.co.uk/en/articles/11874442-submitting-your-gas-meter-readings-with-bunch.md): This explains how to read your gas meter correctly, how to submit and view readings in the Bunch Portal & what to expect after submission.
- [Submitting your electricity meter readings with Bunch](https://help.the-bunch.co.uk/en/articles/11874888-submitting-your-electricity-meter-readings-with-bunch.md): How to take your reading, where to submit it, how to manage a dual-rate meter & what to expect if anything doesn’t look right on your bill.
- [Submitting your water meter readings with Bunch](https://help.the-bunch.co.uk/en/articles/11875158-submitting-your-water-meter-readings-with-bunch.md): Guide to reading your water meter, submitting photos and dates, and understanding when to send regular readings.
- [Locating your water meter](https://help.the-bunch.co.uk/en/articles/11144835-locating-your-water-meter.md): Instructions for finding and identifying your water meter, including advice for flats, shared meters, and when to contact your landlord.
- [Understanding why water meter readings matter](https://help.the-bunch.co.uk/en/articles/12767497-understanding-why-water-meter-readings-matter.md): Learn why taking regular water meter readings helps ensure fair billing, avoid disputes, and detect leaks early.

## Billing & Payments 

- [How can I update my payment card?](https://help.the-bunch.co.uk/en/articles/7912982-how-can-i-update-my-payment-card.md): Need to update your payment card or wondering if Direct Debit is available? Here’s everything you need to know.
- [When will I receive my final bill?](https://help.the-bunch.co.uk/en/articles/7913016-when-will-i-receive-my-final-bill.md)
- [Why haven't I received my invoice this month?](https://help.the-bunch.co.uk/en/articles/7210493-why-haven-t-i-received-my-invoice-this-month.md)
- [Monthly payments and why they change](https://help.the-bunch.co.uk/en/articles/7912955-monthly-payments-and-why-they-change.md): How Bunch calculates your monthly payment, what happens in your first month, why payments may go up or down \(usage reviews, price-cap updates on SVT, service changes, housemate changes\), and how yo...
- [Payment Plan](https://help.the-bunch.co.uk/en/articles/11516744-payment-plan.md): If you're struggling to pay your bill, we’re here to help with support options like payment plans or account reviews.
- [When will my monthly payment be taken and how is it processed?](https://help.the-bunch.co.uk/en/articles/11878242-when-will-my-monthly-payment-be-taken-and-how-is-it-processed.md): Find out when Bunch collects your monthly payment, how it's processed, and what happens if your property hasn’t fully switched to Bunch yet.
- [Updated Late Payment Fee Policy](https://help.the-bunch.co.uk/en/articles/11882807-updated-late-payment-fee-policy.md): We've reduced our late payment fee to £15 & made the policy clearer, it now only applies after multiple failed attempts and a grace period.
- [How do I make a payment?](https://help.the-bunch.co.uk/en/articles/12458872-how-do-i-make-a-payment.md): You can make payments quickly and securely through your Bunch Customer Portal. This makes it quick and easy to clear any outstanding balance on your account.
- [Unlimited energy accounts](https://help.the-bunch.co.uk/en/articles/12802560-unlimited-energy-accounts.md): How unlimited energy plans at Bunch are billed, what a fixed monthly quote means, why usage isn’t monitored for billing, and why there are no pro-rata credits, refunds, or end-of-month adjustments.
- [Why your monthly payment has increased](https://help.the-bunch.co.uk/en/articles/13170631-why-your-monthly-payment-has-increased.md): If your monthly payment has gone up, it’s usually because your home is now set up as electricity-only, fewer bill payers are registered, or your energy use is higher than originally predicted.
- [Initial payment amount](https://help.the-bunch.co.uk/en/articles/13213375-initial-payment-amount.md): Explains what your initial payment covers and why it may be higher than your regular monthly charge.
- [Free and independent third-party support](https://help.the-bunch.co.uk/en/articles/13285669-free-and-independent-third-party-support.md): If you need extra help beyond what we can provide directly, there are several trusted third-party organisations that offer free, impartial and confidential advice.

## Customer Care

- [How can I contact customer support?](https://help.the-bunch.co.uk/en/articles/7913312-how-can-i-contact-customer-support.md): Receiving dedicated support
- [What is the Priority Service Register?](https://help.the-bunch.co.uk/en/articles/7913348-what-is-the-priority-service-register.md): Join the Priority Service Register for free support if you're vulnerable during power, gas, or water outages.
- [How can I access my customer portal?](https://help.the-bunch.co.uk/en/articles/7912421-how-can-i-access-my-customer-portal.md)

## Common Questions

- [Your Bunch Services Explained](https://help.the-bunch.co.uk/en/articles/12606372-your-bunch-services-explained.md): Learn about the services available through Bunch — including energy, broadband, water, and TV licence options — and how to choose the right combination for your home.
- [How do I sign up?](https://help.the-bunch.co.uk/en/articles/7210471-how-do-i-sign-up.md): How do I sign up?
- [Gallagher Bundle - FAQs](https://help.the-bunch.co.uk/en/articles/13925050-gallagher-bundle-faqs.md): A complimentary set of benefits included with fixed Bunch contracts created from 9 February 2026 onwards — one per household, for the lead tenant — covering worldwide Online GP access, 24/7 mental ...
- [Can I change my package throughout my contract?](https://help.the-bunch.co.uk/en/articles/7210465-can-i-change-my-package-throughout-my-contract.md)
- [Why should I join Bunch?](https://help.the-bunch.co.uk/en/articles/7210475-why-should-i-join-bunch.md)
- [How long can I sign up for?](https://help.the-bunch.co.uk/en/articles/7257655-how-long-can-i-sign-up-for.md)
- [Why Landlords Should Install Smart Meters](https://help.the-bunch.co.uk/en/articles/11831093-why-landlords-should-install-smart-meters.md): Why smart meters are a simple, effective upgrade for landlords—saving time, reducing admin, and improving tenant experience.
- [Using your customer portal](https://help.the-bunch.co.uk/en/articles/12539083-using-your-customer-portal.md): Your Bunch Customer Portal lets you manage all your utilities and account information in one place. You can view your services, submit meter readings, manage payments, and keep your details up to d...
- [Understanding Overusage Warnings](https://help.the-bunch.co.uk/en/articles/12688581-understanding-overusage-warnings.md): Learn what overusage warnings mean, how they’re calculated, and how to make sure your energy usage alerts are accurate. This guide explains smart meters, manual readings, estimated billing, and how...

## Complaints

- [Our Complaints Process](https://help.the-bunch.co.uk/en/articles/11144311-our-complaints-process.md)

## Cancellations

- [One person cancels only?](https://help.the-bunch.co.uk/en/articles/11508930-one-person-cancels-only.md): What to do if one housemate wants to cancel their Bunch contract while others stay — options for covering costs or switching names.
- [How to Request a Cancellation](https://help.the-bunch.co.uk/en/articles/11563299-how-to-request-a-cancellation.md): Cancelling your Bunch services.

## Refund Policy

- [Refund Policy](https://help.the-bunch.co.uk/en/articles/11420004-refund-policy.md): Find out when you're eligible for a refund, how to request one, what to expect, and what charges may apply if services or kit are cancelled.

## British Gas Communication

- [Everything you need to know if you have received communication from British Gas](https://help.the-bunch.co.uk/en/articles/11431644-everything-you-need-to-know-if-you-have-received-communication-from-british-gas.md)

## Subject Access Request

- [Subject Access Request](https://help.the-bunch.co.uk/en/articles/16020088-subject-access-request.md)